Charles Watson

Posts by Charles Watson

Charles Watson has over 20 years of experience in Contact Center operations helping companies of all sizes optimize their workforce. Charles was Vice President Global WFM at American Express Global Business Travel among many other Fortune 500 companies he served for. He is an industry expert on Workforce Management. Follow him on LinkedIn

How to Include Call Center Shrinkage in Your Planning Process
Forecasting

How to Include Call Center Shrinkage in Your Planning Process

Charles Watson 6 min read
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Your Adherence Goal Might Harm Your Contact Center
Intraday Management

Your Adherence Goal Might Harm Your Contact Center

Charles Watson 3 min read
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How to Set up a Service Level Agreement (SLA) for Your Call Center
Operations Management

How to Set up a Service Level Agreement (SLA) for Your Call Center

Charles Watson 9 min read
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Nail Your Service Level by Manipulating Supply and Demand
WFM Strategy

Nail Your Service Level by Manipulating Supply and Demand

Charles Watson 8 min read
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Stabilize Service Levels During Busy Seasons by Avoiding these Planning Mistakes
WFM Strategy

Stabilize Service Levels During Busy Seasons by Avoiding these Planning Mistakes

Charles Watson 5 min read
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How to Take Advantage of Artificial Intelligence in Your Contact Center
Operations Management

How to Take Advantage of Artificial Intelligence in Your Contact Center

Charles Watson 9 min read
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Contact Center Forecasting Fundamentals Part 3: Closing the Staffing Gap
Forecasting

Contact Center Forecasting Fundamentals Part 3: Closing the Staffing Gap

Charles Watson 12 min read
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Contact Center Forecasting Fundamentals Part 2: How to Master Workforce Forecasting
Forecasting

Contact Center Forecasting Fundamentals Part 2: How to Master Workforce Forecasting

Charles Watson 10 min read
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Contact Center Forecasting Fundamentals Part 1: How to Forecast Workload
Forecasting

Contact Center Forecasting Fundamentals Part 1: How to Forecast Workload

Charles Watson 18 min read
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Contact Center Forecasting Fundamentals Part 1: How to Forecast Workload
Call Center Forecasting Methods Part 1: How to Forecast Workload
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Occupancy, utilization, productivity: what’s the difference?
Occupancy, utilization, productivity: what’s the difference?
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Occupancy in Contact Centers: Definition, Impact, & Management
Occupancy in Contact Centers: Definition, Impact, & Management
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How to Apply Erlang C in Call Center Planning with Excel
How to Apply Erlang C in Call Center Planning with Excel
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